东航中美航线两舱服务质量提升管理研究

发布时间：2018-02-26 00:10

本文关键词： 东航中美航线两舱(头等舱公务舱) 服务质量客户满意度　出处：《上海交通大学》2012年硕士论文　论文类型：学位论文

【摘要】：随着近期中国民航总局审议并允许国内航空公司新开美国航线及新增班次,美国交通运输部门也批准了美国五家航空公司进一步开通中美航线的申请,越来越多的国外航空公司参与中美航线的竞争,这给国内航空公司带来了前所未有的挑战。虽然东航早在1991年的时候就开通了洛杉矶航线,随后在2006年开通纽约航线,在最近的几年中也都取得了很大的发展,但是在基础设施、人力资源、管理水平、服务水平、航线网络建设等方面,和其他运营中美航线的航空公司相比,仍然比较薄弱。在这种环境之下,如何能够通过提供更为优质的服务来满足客户需求,从而提升客户满意度已成为提升航空公司核心竞争力的重要途径。本文以东航中美航线机上两舱服务质量为研究对象,分析其服务状况以及客户群的特点,运用SWOT模型对东航与国航、南航、美国大陆航空以及国际一流航空公司的中美航线两舱服务进行分析,找出两舱服务上现存的缺陷,通过整理和筛选,得出在服务质量、硬件设备、娱乐系统、机上餐饮、送餐流程,这五个方面存在了各种不同程度的问题,围绕这五个方面构建满意度指标,并将指标进行量化,得出满意度测评模型。通过实际问卷与网络问卷相结合的方式,得到这五个维度的满意度数值并对调查结果进行总结分析。本文从加强员工服务理念、重视一线员工的业务培训、重视员工满意度、制定个性化服务、改进硬件设备、推出“优越经济舱”服务、提升餐食质量、及时反馈旅客意见并满足其需求等方面提出了建议。最后提出了下一步的研究方向与对未来的展望。本文运用服务质量理论、顾客满意度及行为学理论,运用SWOT分析及满意度测评模型等研究工具,在满意度调查问卷发放的基础上,通过数据的汇总和分析,为东航中美航线两舱服务质量的提升提出策略,提高中美航线两舱旅客的满意度。
[Abstract]:As the CAAC has recently examined and allowed domestic airlines to open new US routes and new flights, the US transportation department has also approved the applications of five US airlines to further open Sino-US routes. More and more foreign airlines are taking part in the competition between China and the United States, which poses an unprecedented challenge to domestic airlines. Although China Eastern Airlines opened its Los Angeles route as early as 1991 and then opened its New York route in 2006, In recent years, great progress has also been made. However, in terms of infrastructure, human resources, management level, service level, airline network construction, and so on, compared with other airlines operating Chinese and American airlines, Still relatively weak. In this environment, how can we meet the needs of our customers by providing better services, Therefore, improving customer satisfaction has become an important way to enhance the core competitiveness of airlines. The SWOT model is used to analyze the two cabin services of China Eastern Airlines, Air China, China Southern Airlines, Continental Airlines of the United States and international first-class airlines, and to find out the existing defects in the service of the two cabins, and through sorting out and screening, the quality of service is obtained. Hardware equipment, entertainment system, onboard catering, meal delivery process, these five aspects of the existence of different degrees of problems, around these five aspects of the construction of satisfaction indicators, and the indicators of quantification, Through the combination of the actual questionnaire and the online questionnaire, we get the satisfaction value of the five dimensions and analyze the results of the survey. Pay attention to the business training of front-line staff, pay attention to employee satisfaction, develop individualized service, improve hardware equipment, launch "superior economy class" service, improve the quality of food, In the end, the author puts forward the next research direction and prospects for the future. This paper applies the theory of service quality, customer satisfaction and behavior, etc. Using SWOT analysis and satisfaction evaluation model, based on the issue of satisfaction questionnaire, through the data collection and analysis, this paper puts forward the strategy for improving the service quality of the two cabins of China Eastern Airlines. Improve the satisfaction of the two cabin passengers on the Chinese-American route.
【学位授予单位】：上海交通大学
【学位级别】：硕士
【学位授予年份】：2012
【分类号】：F562.6;F274

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